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Healthcare Interpreting Call Center Manager

01/25/2019Call Center
Job Location:
Tukwila, WA
Metro Area:
WA - Seattle
Company Name: InDemand Interpreting
Website:  Click to Visit
InDemand Interpreting is changing how millions of patients communicate with their healthcare providers through our Video Remote Interpreting (VRI) services. InDemand was founded with the vision to ensure every patient receives the highest quality healthcare, regardless of language, cultural background or disability.

Our professional medical interpreters serve our growing client base of over 800 healthcare providers across the United States. We are looking for a dedicated Manager of Interpreting Services in our Tukwila office to provide exceptional interpreting services through the oversight and day-to-day management of the interpreting team. The manager will work to ensure proper staffing for call volume as well as support and maintain professional and motivated employees, while ensuring the highest quality of service regards to interpreter skills, ethics and adherence to InDemand Interpreting standards. The Manager of Interpreting Services will report to the Senior Manager of Interpreting Services.

Responsibilities include:
Supervise and manage daily operations of the Tukwila video interpreting call center
Strive to maintain a pleasant work environment
Participate in the interview process of video interpreter candidates
Be a resource to the team when navigating customer, technology, scheduling, and human resource needs
Review and approve time cards to ensure seamless payroll processing
Maintain regular operational details, reports, and metrics to monitor interpreter performance
Train and coach new interpreters
Work with Senior Manager of Interpreting Services to provide on-going feedback to interpreters
Ensure the highest level of quality service is delivered to all customers by providing day-to-day coaching and feedback to the team and/or individuals. Collaborate with Senior Manager of Interpreting Services to provide support for individual interpreters and the team
Monitor for performance and adherence to protocols. Monitor calls when necessary for support and/or coaching opportunities
Work closely with Interpreter Quality to support professional growth, development, adherence to company quality standards, and training of remote interpreters
Responsible for all performance improvement plans and if needed, terminations. Close partnership with Senior Manager of Interpreting Services is necessary for all interpreter performance development
Work with Senior Manager of Interpreting Services to determine collaboration with other team members to best leverage their skills and assets on special assignments as approved and determined in the best interest of the customers and the team
Build strict adherence to scheduling and attendance policies. Determine approval processes as necessary to protect the service levels and no paid overtime
Maintain shift checklist with all usernames, passwords, websites, and contacts to be referenced each shift for all new and existing employees
Obtain and maintain any existing professional certifications
Other duties as assigned
Work Experience Requirements:
Prior experience managing language access services
Prior experience supervising interpreters of multiple languages and cultures
Minimum 2 years in the healthcare field
Minimum 2 years supervising in a call center environment
Knowledge, Skills and Ability Requirements:
Minimum of a bachelor’s degree
Excellent interpersonal/customer service skills
Strong oral/written skills
Strong coaching and professional development skills
Knowledge of the interpreting profession and the effective operations of video remote interpreting services
Excellent multitasking skills, time management, and ability to problem solve in stressful situations
Working knowledge of Microsoft Word, Excel, PowerPoint
Abides by the NCIHC Code of Ethics for Interpreters in Health Care
Ability to multitask in a fast -paced environment
Ability to plan and complete assignments on time
Possess multi-cultural awareness and sensitivity
Get to Know Us

InDemand Interpreting is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, ethnicity, national origin, religion, disability, sex, gender identity or sexual orientation, or any other protected status in accordance with applicable law.

Candidates Must apply via our web site.

 
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